Closure of five Auckland i-SITEs confirmed

Media release12 November 2012Closure of five
Auckland i-SITEs confirmed

Auckland Tourism
Events and Economic Development (ATEED) today announced the
confirmation of a new organisational structure for its
regional i-SITE visitor information network that will result
in the closure of the five i-SITEs located at Orewa,
Takapuna, Kumeu, Pukekohe and Bombay, and the
disestablishment of 20 full and part time
positions.

“Visitors are voting with their feet and
their fingers and we simply must adapt and respond to the
reality of the changing information needs of visitors,”
ATEED Chief Executive Brett O’Riley said today.

“The
tourism market is changing rapidly, both in terms of the mix
of visitors and in the ways they access information before
they leave home and when they are here in the
region.”

“The latest Tourism New Zealand visitor
experience survey shows significantly higher smart phone,
tablet and laptop use by visitors to access information and
make bookings, with laptop and iPad use up 19 per cent and
smart phone use up by a staggering 65 per cent in the last
year alone. The survey also shows that i-SITE use is down
27 per cent over the last two years.”

“Visitor use of
i-SITEs has been further impacted by fewer numbers of
independent travellers and visitors from long-haul markets,
who have tended to use i-SITEs, and more from China and
Australia, who tend not to.”

“In essence, these five
i-SITEs are no longer fit for purpose and are expected to
lose around $2.7 million over the next four years, so we
intend developing a new commercial model for these areas
possibly involving local Auckland Council assets such as
service centres and libraries and greater use of technology,
along with possible partnering with the private
sector.”

“We appreciate the feedback we received on
the review and on the proposed organisational structure
which provided a range of views and ideas from those
advocating more rationalisation to those suggesting more
promotion of local i-SITEs and expanding their retail
offering.”

Brett O’Riley said the five i-SITEs will
close on Friday 14 December 2012 and that ATEED will be
working with the respective Local Boards, local tourism
operators and the business community to develop localised
solutions within the new commercial model.

“Our other
seven i-SITEs located at the International and Domestic
terminals, Sky City, Princes Wharf, Waiheke Island,
Warkworth and Devonport will remain and we will also be
looking at how to improve their performance within the new
commercial model,” Brett O’Riley said.

“The new
commercial model will give us a more customer-centric and
flexible approach to visitor information supporting the
Destination Auckland initiative, so that areas currently
missing out can be better served.”

“If we are to
significantly increase visitor numbers and visitor nights
and move Auckland from a gateway to a genuine destination,
we need to move with the market.”

Brett O’Riley
acknowledged the closures are unsettling and will have a
profound impact on the ATEED staff members
affected.

“The 20 affected i-SITE managers and staff
will be given redeployment priority with respect to
recruitment for suitable roles that are currently vacant
within ATEED and we will be working with Auckland Council
and the other Council Controlled Organisations, along with
local Business Improvement Districts and the private sector,
to identify other possible opportunities for affected i-SITE
personnel.” Brett O’Riley
said.

ENDS

Questions and
answers:

What is an
i-SITE?i-SITE is the brand name for the Visitor
Information Network (VIN Inc.), a membership based
organisation for information centres, wholly owned by
Tourism New Zealand. VIN maintains specific membership
standards to ensure delivery of a consistent service
standard to visitors across the network. There are
approximately 90 i-SITE accredited centres across New
Zealand.

Where are the 12 i-SITEs
located?ATEED operates i-SITEs inherited from
the legacy councils at the International and Domestic
airport terminals, Sky City, Princes Wharf, Waiheke Island,
Devonport, Warkworth, Bombay, Kumeu, Takapuna, Pukekohe and
Orewa. An additional seasonal i-SITE is operated on Great
Barrier Island during the summer months, and a mobile i-SITE
is available to support major events.

Which of the
12 i-SITEs are due to close and when will they
close?The i-SITEs located at Orewa, Takapuna,
Kumeu, Pukekohe and Bombay are due to close, on Friday 14
December 2012.

Why do visitors use
i-SITEs?The majority of i-SITE users enter with
the purpose of collecting information, mainly brochures and
maps, and also to purchase souvenirs and other tourism
merchandise or make tourism bookings. User surveys show
that satisfaction with the i-SITE experience is relatively
high, primarily due to positive staff
interaction.

How many people use the
i-SITEs?ATEED i-SITE usage ranges from 350,000
users at the Auckland International Airport to 8,000 users
at Kumeu. The trend for i-SITE use is decreasing,
reflecting the greater number of visitors using technology
to access information. Approximate numbers of users per
year for each i-SITE due to close is set out below:•
Takapuna: 25,000 (many users are locals
buying bus passes)• Kumeu:
8,000• Orewa:
18,000• Bombay: 30,000
(many users are locals using NZ Post outlet)•
Pukekohe: 24,000 (many users are locals
buying train tickets)

How else do visitors get
information?ATEED provides visitor information
through the AucklandNZ.com website, the visitor information
0800 call centre, information kiosks, at visitor attractions
and destinations, and can be found on Facebook at
facebook.com/aucklandNZ on Twitter @Auckland_NZ. Visitors
also use the myriad of websites provided by tourism
operators and numerous tourism booking websites. There is
also increasing use of the many free or low cost smart phone
and tablet tourism guide ‘apps’ available.

Are
visitors using technology more to access
information?A majority of international
visitors bring a smart phone, tablet or laptop. Of those
who used technology in New Zealand, two thirds used it to
collect visitor information. The pattern is similar for
domestic tourists.

How is the tourism market
changing?Visitors from long-haul markets such
as the UK, US and Europe are declining due to the GFC and
high NZ dollar. Forecast growth will come from China and
South East Asia with continued growth from Australia, borne
out by latest international visitor arrivals figures from
Statistics New Zealand showing a 38 per cent rise in
visitors from China and a 14 per cent drop in visitors from
the United Kingdom over the past year. Visitors from
Australia and Asia have lower levels of awareness and use of
i-SITEs.

Are changing visitor demographics
affecting information access?Young visitors,
adventure tourists and those visiting friends and family
tend to be high technology users. Older visitors tend to
make more use of package or coach tours where the itinerary
is pre-determined. These trends contribute to declining
i-SITE use.

How much do the five i-SITEs due to
close lose each year?i-SITEs generate income
for ATEED through commission on tourism bookings made
through i-SITEs and margins on tourism product sold at
i-SITES. The financial performance of the five i-SITEs
proposed for closure have the following forecast deficits
for 2012/13:• Takapuna:
$194,131• Kumeu:
$143,467• Orewa:
$149,763• Bombay:
$136,989• Pukekohe: $
61,944

How much do local tourism operators benefit
from bookings made through the i-SITEs due to
close?The five i-SITEs due to close generate
combined gross local tourism sales in their areas of around
$95,000 a year out of a total tourism spend in the Auckland
region of around $3.3 billion a year. Forecast gross
tourism product sales in the local area for the 2012/13 year
– for example local accommodation, activities,
attractions, events, tours – by each i-SITE are shown
below:• Takapuna:
$25,732• Kumeu: $
5,181• Orewa:
$40,219• Bombay: $
5,515• Pukekohe:
$17,841

How will local areas be served for visitor
information once the i-SITEs close?ATEED will
work with local tourism operators and Local Boards in the
areas where i-SITEs will close to identify more effective
ways to service visitor information need.These
alternative delivery opportunities could include the use of
nearby Auckland Council Service Centres and Libraries, more
extensive use of kiosk-type access to the ATEED 0800 call
centre and AucklandNZ website, wider location of brochure
display stands at appropriate venues, static outdoor visitor
information maps and information boards, more use of the
mobile i-SITE to support major events and at prominent
locations. Alternatives could also involve ATEED partnering
with the private sector where appropriate and cost effective
to do so.

How many ATEED i-SITE employees will be
affected by the closures?A total of 20
full-time and part-time employees will be affected by the
disestablishment of full time equivalent (FTE) positions due
to the closures. ATEED will give affected employees
priority for recruitment for suitable roles in ATEED and
will work with Auckland Council and other Council Controlled
Organisations to identify further possible recruitment
opportunities. Current FTE staffing at the 5 i-SITEs due to
close are:• Takapuna
5 FTE (shared roster with Devonport)• Kumeu
2.5 FTE• Orewa
3 FTE• Bombay
6 FTE (shared roster Bombay and Pukekohe)•
Pukekohe see aboveA
full time equivalent Team Leader position will be created at
Devonport i-SITE in addition to the current 3 FTE consultant
positions.

How will people be able to buy bus and
train tickets should the i-SITE close?A
significant number of i-SITE users at some locations, for
example Takapuna and Pukekohe, visit in order to top-up bus
passes or to buy train tickets. ATEED will work with
Auckland Transport, Auckland Council and local retailers to
provide convenient alternatives.

Has ATEED
consulted over the review and the
proposal?ATEED has consulted with i-SITE
managers and staff, Local Boards with an i-SITE in their
area, local tourism operators and business associations, and
has engaged with other Local Boards, Auckland Councillors
with an i-SITE in their ward, other Auckland Councillors,
and Auckland Council over the review, and the proposed new
organisational structure. Feedback was sought and
consultation undertaken on the review from 24 September to
12 October (extended by one week on request), and on the
proposal from 23 October to 7 November (extended two days on
request). ATEED also arranged for information sessions for
affected Local Boards on 3 and 4 October 2012. ATEED
appreciates the feedback and comment.

What do
visitors look for when they visit?Surveys show
that international visitors are looking to experience our
Harbour and Gulf islands, our beaches and natural beauty,
our Maori and Pacific cultures and our first class food and
wines, whereas domestic visitors tend to be looking for
events, attractions, shopping, entertainment and
nightlife.

What is the goal for economic growth
from tourism?ATEED aims to grow the Auckland
visitor economy from $3.3 billion last year to $6.0 billion
by
2021.

Supposedly, Winston Peters’ victory in Northland has exposed the simmering dissatisfaction with the government that exists out in the provinces. Yet it remains to be seen whether this defeat will have much significance – and not simply because if and when Labour resumes business as usual in the Northland seat at the next election, Peters’ hold on it could simply evaporate.

On Saturday, National’s electorate vote declined by 7,000 votes, as the 9,000 majority it won last September turned into a 4,000 vote deficit – mainly because Labour supporters followed the nod and wink given by Labour leader Andrew Little, and voted tactically for Peters. In the process, Labour’s vote went down from nearly 9,000 votes six months ago, to only 1,315 on Saturday. More>>

The National Party Government has today revealed that the national environmental report topics for this year will, incredibly, exclude New Zealand’s greenhouse gas emissions, the Green Party said today. More>>

ALSO:

Reports that German privacy laws may have contributed to the Germanwings air crash have prompted New Zealand’s Privacy Commissioner to reassure the public that the Privacy Act is no impediment to medical practitioners notifying appropriate authorities to a pilot’s health concerns. More>>

The settlement includes a $13.5 million payment the government made in June 2013, as well as land in the Taranaki region. The settlement also includes four culturally significant sites, the Waipakari Reserve, Te Kohinga Reserve, Te Ngutu o te Manu and Te Poho o Taranaki. More>>

Supposedly, New Zealand’s destiny lies in Asia, and that was one of Foreign Minister Murray McCully’s rationales for his bungled reforms at MFAT. OK. So, if that’s the case why didn’t Prime Minister John Key attend the state funeral on Sunday of Singapore’s founding leader Lee Kuan Yew? More>>

The panel choosing the flag options has no visual artists at all. Now, I’ve kerned the odd ligature in my time and I know my recto from my French curve so I thought I’d offer a few suggestions before they get past their depth. More>>

ALSO:

In releasing two reports today, the Independent Police Conduct Authority has highlighted a number of significant problems with the way in which Police deal with people who are detained in Police cells. More>>

The complaints follow recent public allegations about GCSB activities. The complaints, and these public allegations, raise wider questions regarding the collection, retention and sharing of communications data. More>>

ALSO:

Professor Jane Kelsey: ‘As anticipated, the deal gives foreign investors from the TPPA countries special rights, and the power to sue the government in private offshore tribunals for massive damages if new laws, or even court decisions, significantly affected their bottom line’. More>>

Gordon Campbell: The myth of competence that’s been woven around Steven Joyce – the Key government’s “Minister of Everything” and “Mr Fixit” – has been disseminated from high-rises to hamlets, across the country... More>>